1. At-a-Glance

• You may request a return within 30 days of receiving your order for change of mind.
• Items must be unused, unworn, with tags and original packaging, and you must have proof of purchase.
• Return shipping is at your expense unless the item is faulty.

2. NZ Consumer Guarantees Act (CGA) & Fair Trading Act

Under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986, you are entitled to free remedies (repair, replacement, or refund) if goods are faulty, misdescribed, or not fit for purpose—regardless of store return policy. Invalidating those rights is illegal.

3. Start a Return or Exchange

1. Contact us within 30 days via email at laviventenz@gmail.com or via WhatsApp 020 433 6789 with your order number and reason.
2. We will confirm eligibility and, if approved, send return instructions or a label.
3. Item must be prepaid returned. Items sent without prior approval will not be accepted.

4. Change-of-Mind Returns

If approved:

• Receive store credit, exchange, or refund to the original payment method.
• All returns must meet eligibility requirements.
• Return postage is your responsibility.

5. Damaged or Faulty Items

• Inspect your order upon receipt.
• Contact us immediately if the item is damaged, incorrect, or defective—so we can resolve promptly.
• We will cover return shipping for faulty items and provide a remedy as per CGA: repair, replacement, or full refund.

6. Exceptions (Non‑Returnable Items)

• Final sale, clearance, or gift card products cannot be returned.
• Items marked as non-returnable at purchase will not be accepted for change-of-mind returns.

7. Refund Processing Times

• Once we receive and inspect your return (within 7 business days), we’ll confirm approval.
• Approved refunds will be issued to your original payment method within 10 business days.
• If you haven’t received your refund within 15 business days, contact us.

8. Lost or Delayed Returns

• If return items are lost or delayed, contact us promptly with shipment details.
• We’ll work with you to resolve the issue. If we caused the delay, we’ll cover refund or reship.

9. Consumer Law Overrides Store Policy

Your statutory rights take precedence over this store policy.

• For minor faults, we may offer repair, credit, exchange, or refund.
• For major faults, you may demand a full refund or replacement.
• We cannot force gift cards or store credit for faulty goods.

10. How to Complain

• Email laviventenz@gmail.com or WhatsApp 020 433 6789.
• We aim to respond and resolve within a reasonable timeframe.
• If unresolved, you may contact NZ consumer helplines or the Disputes Tribunal.